3 New Ways We Can Enable You To Achieve a Next-Level Support Experience

The role of customer support has become more prominent as broadband service providers (BSPs) seek to grow their business and stave off competitive threats. An exceptional support experience has become a key differentiator, contributing to higher subscriber satisfaction and lower churn. Every BSP strives for this service excellence, but how can you achieve it?

Advancing to Service Excellence

Calix’s guide to service excellence, which involves five stages of a customer service and support continuum, helps BSPs continually advance their service capabilities no matter your starting point.
 

To achieve new service excellence milestones and advance in the support continuum, here are three new capabilities to help you transition to more proactive support and differentiate your service experience.

1. A cloud-integrated mobile app for field teams to ensure installations and repairs are done right the first time. The Calix Field Service App puts the power of Calix Cloud® in your field technicians’ hands, giving them a mobile operations center to streamline installations, repairs, and troubleshooting. At every service visit, techs have insights across subscribers, systems, and services that simplify troubleshooting and speed white-glove treatment.
   
   Guided workflows help techs of any proficiency streamline and ensure the quality of installs and repairs. Plus, a detailed field service certificate is captured for each visit, giving remote support and operations teams key data points from the visit to reference for future troubleshooting and continuous service improvement. These capabilities lead to fewer truck rolls and return visits—enabling support teams to help drive lower operating expenses (OPEX) and higher subscriber satisfaction and loyalty.
   
   
2. Enhanced quality of experience (QoE) score to further enable proactive support. Calix’s QoE score now leverages experiential data to better reflect the actual user experience of devices, improving accuracy during troubleshooting and proactive care.
   
   If a customer support representative (CSR) sees the QoE decline, they can investigate the cause before the subscriber is even aware of an issue. A seven-day historical view helps CSRs pinpoint the problem and proactively contact the subscriber to educate them on options to improve the subscriber experience. Tennessee cooperative Forked Deer Connect has seen the impact of the QoE Score firsthand—and proactive calls outnumber inbound support calls!
   
   
3. Faster access to data-driven insights via support dashboards. Updated Service Cloud dashboards offer greater responsiveness, usability, and scalability so support teams can quickly access subscriber insights and network intelligence. This enhancement enables proactive support—reducing trouble calls and increasing satisfaction—and increases troubleshooting efficiency. It also facilitates programmatic key performance indicator (KPI) tracking, a key to advancing to Stages 4 and 5 on the continuum.

Download our eBook “Gain Competitive Advantage: Make Service Excellence Your Differentiator” to learn how to achieve service excellence.
 

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.